Success in CX means harnessing the power of people: my CXPA Insights Exchange takeaway

Success in CX means harnessing the power of people. For those who weren’t there and those who were, that is my biggest takeaway from the just wrapped up CXPA Insight Exchange in New Orleans. Session after session, speaker after speaker, this theme emerged. I’ve used two ‘big bucket’ categories to boil down what I heard.

Continue reading

The post Success in CX means harnessing the power of people: my CXPA Insights Exchange takeaway appeared first on CX Advantage.

The Analytical Leader: Understanding Customer Experience Requires Thick Data

Overview Thick Data provides insight into people’s emotions, motivations and ways of thinking. For our organizations to have a realistic view of the marketplace and our customers, CX leaders need to provide and advocate the use of Thick Data to supplement operational Big Data insights. This allows companies to challenge the status quo and reveal game-changing

Continue reading

The post The Analytical Leader: Understanding Customer Experience Requires Thick Data appeared first on CX Advantage.

Why you’ll never be a unicorn great at all 10 CX traits

I hate to be the bearer of bad news, but as Steve Walker says in our bonus 10 Traits Recap podcast episode, “it would take a pretty special brand of unicorn.” At the recent Qualtrics X4 event, we took a group of about 40 B2B CX professionals through a self-evaluation exercise. And guess what? Not

Continue reading

The post Why you’ll never be <del>a unicorn</del> great at all 10 CX traits appeared first on CX Advantage.

How to Start Building a Customer Ambassador Program

A few weeks ago, I returned to my car from a trip inside Lowe’s one Saturday morning to find a reusable Subaru bag hanging on the side mirror of my Subaru Outback. Like a child on Christmas morning, I opened the bag inside my car to find all kinds of Subaru swag, Subaru magazines and

Continue reading

The post How to Start Building a Customer Ambassador Program appeared first on CX Advantage.

The business-savvy CX leader

As Customer Experience (CX) professionals, we all have some of the same tools at our disposal – journey mapping, surveys, design thinking, etc. But some CX pros just seem to be able to get more out of them. They are better able to connect the dots between customer needs and changes the organization needs to

Continue reading

The post The business-savvy CX leader appeared first on CX Advantage.

Being a Catalyst for CX Change

None of us is in CX to track and trend metrics. Sure, we will all celebrate a significant increase in our customer loyalty or advocacy metric but that isn’t really our ultimate goal. As CX professionals, we are looking to make a difference, engage our organizations and drive meaningful change on behalf of the customer.

Continue reading

The post Being a Catalyst for CX Change appeared first on CX Advantage.

What I learned about CX by binge-watching the Olympics

I admit it. I am addicted to Olympic sports coverage. I’d like to tell you my favorite event but, truth be told, I am not that picky. Sometimes I find myself watching a sport that I didn’t even know existed!  There is something compelling about the risk and speed inherent in many of the sports,

Continue reading

The post What I learned about CX by binge-watching the Olympics appeared first on CX Advantage.

The Analytical Leader: The Importance of Being Persuadable

Overview One highly recommended skill for effective leaders is persuasion – the ability to move others toward a position they don’t currently hold. Persuading others is a critical skill in all aspects of one’s life, but great leaders must also be persuadable – actively seeking alternative perspectives and evidence. Being an Analytical Leader I recently contributed

Continue reading

The post The Analytical Leader: The Importance of Being Persuadable appeared first on CX Advantage.

Do Me a Favor

“Do me a favor.” Keep that phrase in mind when thinking about how to get people to do what you want (without them even realizing it). That’s what being influential is all about – and that’s what so many CX leaders need. Most companies don’t have big CX teams, so we need to persuade other

Continue reading

The post Do Me a Favor appeared first on CX Advantage.

Teamwork makes the dream work: Why the best CX leaders are collaborative, and how you can be too

The advantages of teamwork are widely heralded, so it’s no surprise that the underlying skill that makes teamwork work, collaboration, is one of the traits that the best CX leaders share. These leaders know that every team, every employee, every system and process plays a role in determining how customers experience a company. One person,

Continue reading

The post Teamwork makes the dream work: Why the best CX leaders are collaborative, and how you can be too appeared first on CX Advantage.